FAQ
Ordering & weekly batches
When do you bake and ship waffles?
We bake and ship our waffles every Saturday. Place your order by Thursday at 12:00 noon JST to join that week's bake. Orders placed after 12:00 noon JST will move to the following Saturday.
Why do you only ship once a week?
Freshness. Baking to order lets us send each batch out as soon as it is ready. It also keeps our small kitchen happily focused.
Can a batch sell out?
Yes. We make up to 100 boxes each week. If the current batch is spoken for, the next available batch will ship the following Saturday.
Can I change or cancel my order?
You can change or cancel a waffle order until Thursday at 12:00 noon JST. After the cutoff, we begin preparing the batch and can no longer make changes or cancellations. For help, email info@stroop.co.jp with your order number.
Shipping & delivery
Where do you ship?
We currently ship within Japan.
How are waffles delivered?
Waffles are sent by Japan Post Click Post and delivered to your mailbox. A signature and delivery-time request are not available. We will email your tracking details when your order ships on Saturday.
When will my waffles arrive?
Most orders arrive 1-3 days after Saturday dispatch. Okinawa and remote islands can take 3-5 days.
Will a larger order arrive in one package?
Not always. Click Post has a 3 cm thickness limit, so larger orders may be split into more than one package to keep the waffles safe. The packages leave together, but Japan Post may deliver them at slightly different times.
How much are the shipping costs?
Shipping is free within Japan.
What if I order waffles and merchandise together?
Waffles and merchandise ship separately. Waffles go out on Saturday by Click Post; merchandise ships on its own schedule, so the two may arrive on different days.
What if I entered the wrong address?
Email info@stroop.co.jp as soon as possible. If the order has not shipped, we will try to correct it. We cannot refund orders lost or spoiled because the address entered at checkout was incorrect.
Freshness & storage
How long does a stroopwafel keep?
They stay good for up to one month from the production date (For the exact date, please refer to the date printed on the outer box.). We recommend enjoying them sooner, when the texture is at its best.
How should I store a stroopwafel?
Keep them in a cool, dry place away from direct sunlight, heat, and humidity. You can also refrigerate or freeze them for longer freshness.
How should I warm up a stroopwafel?
About 10 seconds in a microwave at 500W brings back the crisp outside and softens the syrup center. Keep an eye on them - they warm quickly.
Ingredients & allergies
What allergens do the waffles contain?
Our current recipe contains wheat, egg, milk, and soy. Please check the package label before eating, as recipes can change.
Where can I find the full ingredients and nutrition information?
You will find both on the waffle product page and on the package.
Are the waffles suitable for vegetarians, vegans, or people with dietary restrictions?
They contain egg and may contain other animal-derived ingredients depending on the margarine used. If you have a dietary restriction or serious allergy, email info@stroop.co.jp before ordering so we can check the current ingredient details with you.
Returns, problems & refunds
Can I return waffles if I change my mind?
Because waffles are food, we cannot accept change-of-mind returns or exchanges. We hope you understand.
What if my waffles arrive damaged, defective, or different from what I ordered?
Email info@stroop.co.jp within 7 days of delivery. Include your order number and a photo of the item and packaging so we can put things right. We will offer a replacement from the next Saturday batch or a refund, depending on what works best. You do not need to send the waffles back unless we ask you to.
How are refunds issued?
Approved refunds go back to the original payment method. The time they take to appear depends on your payment provider.
Can I return or exchange merchandise?
Yes. Unworn, unused merchandise with its tags and original packaging can be returned within 30 days of delivery.
Email info@stroop.co.jp before sending anything back, and include your order number.
Sale items and gift cards are final sale. Customers are responsible for return shipping for change-of-mind returns. If an item arrives damaged, defective, or incorrect, we’ll cover the return shipping.
Can I exchange merchandise for another size?
The quickest option is to return the original item after we approve the return, then place a new order for the size you want. This also avoids us holding a size that may sell out while the return is in transit.
What if my merchandise arrives damaged or I receive the wrong item?
Email info@stroop.co.jp within 7 days of delivery with your order number and a photo of the item and packaging. We will make it right with a replacement or refund.
Payment & contact
What payment methods do you accept?
We accept credit cards, PayPal, Shopify Payment and Google Pay.
Will I receive an order confirmation?
Yes. We will email your order confirmation after checkout and send tracking details when your order ships. If you do not see them, check your spam folder and make sure the email entered at checkout is correct.
How can I contact you?
Email info@stroop.co.jp or use the contact form on our website. Please include your order number when asking about an order.
Can I meet Stroop in person?
Yes. Visit our events page or follow us on Instagram to see where you can find us next! (page coming soon!)